Jessica Mad
Yigo Village,GU
Summary
Proven to enhance workflow and customer satisfaction at The Bank of Guam, I excel in operational support and decisive decision-making. Leveraging teamwork and problem-solving skills, I've significantly improved support processes and customer experiences, demonstrating a results-driven approach with a keen attention to detail.
Overview
12
12
years of professional experience
Work History
CX Support Officer
The Bank Of Guam
10.2022 - Current
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Identified recurring issues among customers'' concerns, proposing product improvements based on this feedback for better user experience overall.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Developed a comprehensive knowledge base, enabling faster response times for common support queries.
- Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Respond to customer requests on multiple communication channels.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Familia Ambassador I
The Bank Of Guam
05.2019 - 10.2022
- Promoted good customer relations and customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Knowledgeable of operational policies and procedures to drive services.
- Maintain birds-eye view of staff and operations
- Conduct opening and closing of branch
- Answer customer inquiries and cross-sells appropriate products based on customer needs
- Balance cash box daily
- Order daily supply of cash
- Establish new deposit relationships-opening of new accounts
- Maintain customer accounts and process transactions
- Balance Start-of-day and End-of-day cashbooks
- Create monthly operations reports
- Conduct staff meetings
- Assist with Audit, records of proof and certifications to ensure compliance
- ATM replenishing and balancing
New Accounts Officer
The Bank Of Guam
06.2015 - 05.2019
- Conducted opening and closing of branch
- Maintained compliance with banking regulations while processing new accounts and updating existing records.
- Maintain accounts process transactions
- Assist CSA tellers with any inquiries
- Balance cash box daily
Service Desk Associate
The Home Depot
07.2014 - 08.2015
- Assist customers in person and via telephone regarding their concerns or product inquiries
- Create detailed invoices for customers and their purchases
- Prioritized helping customers over completing other routine tasks in store.
- Used in-store system to locate inventory and place special orders for customers.
- Contributed to visual merchandising efforts, creating eye-catching displays that showcased featured products effectively.
- Utilized point-of-sale system for efficient transaction processing as well as tracking customer purchase history when applicable.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Answered questions about store policies and addressed customer concerns.
- Assisted in the training of new associates to ensure they quickly became knowledgeable about products and policies.
- Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction.
- Helped customers complete purchases and join reward programs.
- Maintained a clean and welcoming store environment to enhance the overall shopping experience for customers.
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies during shift changes.
- Assisted customers with locating specific items in the store or suggesting alternative options based on their preferences.
- Provided excellent customer service, addressing inquiries and resolving issues swiftly.
- Collaborated with team members to achieve daily sales goals and exceed performance targets.
Cashier
The Home Depot
07.2013 - 07.2014
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Restocked and organized merchandise in front lanes.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
Call Center Associate
The Home Depot
08.2012 - 07.2013
- Assisted customers by answering questions and responding to inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Managed high-volume inbound calls, maintaining composure and professionalism under pressure.
Education
High School Diploma -
George Washington High School
MangilaoSkills
- Operational Support
- Teamwork and Collaboration
- Training and mentoring
- Customer service-focused
- Cash Handling
- Problem-Solving
- Decisive Decision-Making
- Communication-speaking and writing clearly for customers and peers to convey information effectively
- Attention to detail
- Documentation Review
Timeline
CX Support Officer
The Bank Of Guam
10.2022 - Current
Familia Ambassador I
The Bank Of Guam
05.2019 - 10.2022
New Accounts Officer
The Bank Of Guam
06.2015 - 05.2019
Service Desk Associate
The Home Depot
07.2014 - 08.2015
Cashier
The Home Depot
07.2013 - 07.2014
Call Center Associate
The Home Depot
08.2012 - 07.2013
High School Diploma -
George Washington High School
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